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Methods & practice in United Kingdom
The working methods of service design, and the toolkits and service manuals that explain them well. We point to established explanations rather than rewriting the methods here.
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18 resources
The UK government's manual for designing and running public services: the Service Standard, guidance on discovery, alpha, beta and live, and on user research and service design.
Government Social Research guidance on making research more inclusive: recruitment, adapted methods and attention to under-represented groups.
Step-by-step guidance for eleven systems thinking tools, including systems mapping, feedback loops and leverage points.
The Ministry of Justice design system's introduction to ethical considerations for service teams, including harm, vulnerability, discrimination, trust and automated decisions.
The Ministry of Justice's principles for ethical services, including minimising harm, balancing power, inclusion, honesty and responsibility.
GOV.UK Service Manual guidance on informed, voluntary participation: participant information, consent records and the right to withdraw.
Ten principles for designing government services, starting with 'start with user needs'. Short enough to read in five minutes and widely borrowed outside government.
Department for Education user research guidance on gathering, confirming and recording consent, including checking that people still agree as a session goes on.
GOV.UK Service Manual guidance on learning about user needs through existing evidence, interviews, observation and the people who support users.
Design principles, components and guidance for building health services in England, with a strong focus on accessibility and content.
Department for Education guidance on the ethics of researching colleagues: pressure to take part, voluntary participation, authority and confidentiality.
Department for Education guidance on research across languages: working with interpreters, cultural sensitivities and accessible consent materials.
UKRI and ESRC research ethics guidance on contextual vulnerability and actively given, informed consent, including the problem of passive or gatekeeper assent.
GOV.UK Service Manual guidance on reconstructing a service experience by exploring what people did, thought and felt over time.
The Government Office for Science's introduction to systems thinking for complex public sector problems, bringing together guidance, tools and case studies.
An applied guide connecting systems thinking principles to defining goals, understanding a system, designing collaboratively and evaluating change.
The Scottish Government's framework and community for designing public services with the people who use them, with a shared method bank.
GOV.UK Service Manual guidance on planning and running interviews to understand people's circumstances, experiences, problems and needs.